Generational divide

When customers message a business, most still prefer to use a company’s own website or mobile app, regardless of how old they are. This makes sense, given that web and mobile messaging has been around much longer than other forms of messaging support. In these early days, many customers and companies are still finding each other over social messaging apps. Even so, GenZers and Millennials are already 40 percent more likely to turn to social messaging than older generations and they increasingly expect that companies will meet them there.

How do you prefer to message a business?

18- 24:

Via their website or mobile app

0%

Social messaging app

0%

SMS/texting

0%

None of the above

0%

40-54:

Via their website or mobile app

0%

Social messaging app

0%

SMS/texting

0%

None of the above

0%

25-39:

Via their website or mobile app

0%

Social messaging app

0%

SMS/texting

0%

None of the above

0%

55 AND ABOVE:

Via their website or mobile app

0%

Social messaging app

0%

SMS/texting

0%

None of the above

0%